AMEC After Market Sales Manager
Malvern Panalytical

Job Info

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AMEC After Market Sales Manager

Remote Position - USA

In this role you will manage a team and will be responsible for the delivery of After-market Service Contracts, Billable Services administration, Accessory sales, Upgrades and Consumables sales. You will set expectations and set targets for such elements. Responsible for detailed, accurate forecasting and executable plan in order to exceed annual Order and Sales targets. Responsible for all post-sales marketing materials and education of internal personnel.

Responsibilities:

• Drives all aftersales warranty conversions and SLA renewal activities to hit and/or exceed expected weekly/monthly/quarterly/annual targets for a team of sales specialists & renewal specialists.
• Assists with the development of marketing plans and programs, both short and long range, to ensure the profit growth and expansion of company services for Customer Support - Americas.
• Responsible for development of promotional material and partners with marketing on customer lifetime (After-market sales) management promotions. Assists with design, layout, paste-up, and production of promotional materials. Provides Sales and Customer Support management with presentation materials as required for sales opportunities.
• Partner with the Customer Support CC Manager, Technical Helpdesk Manager, and the supply centers on updates to Customer Support areas within the Malvern Panalytical website for promotion of all services.
• Drive process improvements throughout all elements of the team
• Assist with developing and constantly improving service contracts pricing model
• Working with Customer Support Director to monitor appropriate profitability characteristics to insure
• Assist with the development of proper discounting authority levels and monitoring of such rules
• Manage sales escalations so appropriate actions are taken within appropriate timeframe(s)
• Serve in role as closer for deals which require it
• Assist Customer Support Director with target setting and execution plans for the After Market sales team
• Ensures effective tracking and reporting of Aftersales Order and Sales results and that corrective actions take place to achieve all objectives within designated budgets.
• Uses all means of communication including telephone, email, salesforce, and others as needed to provide other Subsidiary Representatives (ex: Canada, Mexico) with timely information on all Customer Support products and services, resulting in sales and delighted customers.
• Train, mentor, guide, and support colleagues in all aspects of Customer Lifetime Management (a.k.a. aftersales/post-sales).
• Interacts with Field Sales, Field Service and the global groups in the organization to exchange opportunities or problems at customer accounts.
• Works with Customer Support management to ensure fulfillment of services purchased by customers. Communicates claims or other complaints occurring in performance of contracts to applicable management for resolution.
• Work to improve results from the Customer Support Satisfaction program, including the follow-up with customers as required to increase their loyalty and improve Customer Satisfaction.

REQUIRED KNOWLEDGE, SKILLS AND EXPERIENCE:

Entry Qualifications

• Bachelor's degree (BA/BS) from a four-year college or university or related experience and/or training or equivalent combination of education and experience.
• Preference will be given to those with experience with companies involved in the sale and service of analytical instrumentation
• Fluency in English, written and verbal, is required.
• This is a remote work role with periodic requirements to travel to the office based in the Westborough, MA region.
• Occasional travel to the field to meet with customers and field leadership members is possible.
• This position requires that the employee be available for unrestricted travel within the Americas and Europe. Travel (overnight) up to 5-15% of the time.
• Standard work week of 40 hours, although there is occasionally a need to work beyond this limit with no additional remuneration.

Skills & Experience

• Three - five years related sales management experience and/or training or a demonstrated aptitude for the requirements of the position.

Knowledge

• Skilled in customer negotiations and the development of relationships necessary to market services within a diverse customer base.
• Skilled people manager who knows how to drive, mentor, and inspire a sales team to excel in their career performance and development.
• Standard computer experience (O365 Microsoft suite, Salesforce, Adobe, etc) including ability to work with statistical terms.
• Knowledge of Salesforce and/or SAP ERP knowledge a plus, ability to learn required.
• Read, analyze, and interpret technically focused documents, user manuals and marketing materials.
• Ability to read, understand and assist in the completion or modification of customer Terms & Conditions as they relate to Service Contract sales is required.
• Communication (written and oral) skills at all levels and the ability to conduct oneself in a friendly and professional manner.
• Ability to retain information or know where to find it and put this to practical use.
• Common sense attitude, ability to work under pressure, and willingness to be flexible.

When you join?

Your career will take off with a comprehensive induction program. We then continue to support and develop our employees by improving their skills, knowledge and performance by in-house, on-the-job training, and external training. We value entrepreneurship and commitment by offering real career possibilities. You become part of a growing company where you can shape the future of our work processes.

YES, I WANT THIS JOB!

Please click APPLY NOW to submit your CV and cover letter

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